Owner and Guest Experience Manager
Are you ready to take the lead in creating unforgettable experiences? We’re on the lookout for an inspiring, guest-focused Owner & Guest Experience Manager to elevate the journey for both Holiday Home Owners and Guests, from their first hello to their final farewell.
If you’re passionate about crafting memorable moments, driving improvements, and leading high-performing teams, this role is your chance to make a significant impact!
As our Owner & Guest Experience Manager, you’ll own the entire experience, ensuring every guest and owner feels valued, supported, and welcomed. You’ll coach and develop your team to deliver consistently brilliant service while leveraging insights and feedback to drive continuous improvement.
In this role, you’ll build strong relationships, oversee events and engagement activities, and collaborate with park teams to ensure a seamless customer experience at every touchpoint.
What You Will Be Doing...
- Act as the voice of the customer: Use owner and guest feedback, insights, and reviews to shape improvements.
- Analyze data and trends: Identify emerging issues and opportunities to elevate service standards.
- Lead action plans: Reduce escalations and enhance satisfaction scores.
- Recruit and inspire: Train and develop a high-performing, customer-focused team.
- Create a positive culture: Foster an environment where colleagues feel confident and motivated.
- Lead by example: Consistently demonstrate our values and service standards.
- Manage complaints: Take full accountability for resolving owner and guest complaints in line with company policies.
- Support customer-focused events: Deliver initiatives to strengthen engagement.
- Plan and deliver events: Organize forums, drop-ins, social activities, and more for owners and guests.
- Collaborate with park teams: Maintain consistency across the entire customer journey.
About You...
- Proven experience: Managing and developing a customer-focused team.
- Strong relationship-building skills: Connect effectively with internal and external stakeholders.
- Commercial awareness: Understand how service excellence drives revenue.
- Excellent communication skills: Craft engaging guest-facing communications.
- Flexibility: Willingness to work varied hours, including weekends, evenings, and bank holidays.
- Proactive approach: A solution-focused mindset with a passion for delivering outstanding experiences.
So, Why Parkdean Resorts?
Join us and enjoy a unique team culture, stunning locations across the UK, and the opportunity to work with the UK's largest holiday park organization. Here’s what we offer:
- Career development: Enhance your skills and boost your career across our 65 parks with comprehensive training.
- Employee Assistance Programme: Access a 24/7 confidential helpline for counselling and support—your wellbeing is our priority.
- Generous discounts: Enjoy a 50% discount for you and a 25% discount for friends and family when booking holidays with us.
- Team member discounts: Get 30% off on everything from delicious food to fun leisure activities.
- Exclusive deals: Access discounts on meal kits, local gyms, and more—just for you!
At Parkdean Resorts, we’re committed to being a force for good. Caring for our parks, people, and planet is at the heart of our business. We celebrate our communities and natural environment, enhancing the amazing memories we create for years to come.
Are We the Right Fit for You?
Every park at Parkdean Resorts is a place to start something great—a place where you can develop your skills, take on new challenges, and thrive alongside a supportive team. Our parks create meaningful memories for our guests, and we know that great service is more than just a smile; it’s about valuing every moment. Join a team that puts heart into every holiday. Be the Heart of the Park!
We take safeguarding seriously; therefore, background checks, including DBS (or equivalent), will be carried out if appropriate.
We strive to create an environment and recruitment process where everyone feels safe and comfortable discussing disability. For any reasonable adjustment requests during the recruitment and assessment process, please reach out to us.
